Job Overview
Location
Remote - USA
Job Type
Full-time
Category
Data Science
Date Posted
June 25, 2026
Full Job Description
đź“‹ Description
- • Lead the strategy, delivery, and optimization of Customer Success Operations, Enablement, and Services to drive efficiency, scalability, and customer impact across the organization.
- • Develop and execute a unified operational strategy aligned with company goals for customer retention, adoption, and growth, ensuring alignment with enterprise OKRs and KPIs.
- • Own the Customer Success technology roadmap, including selection, implementation, and integration of platforms such as Salesforce, Gainsight, ChurnZero, RPA, and predictive analytics tools.
- • Oversee customer-facing enablement and fee-based service offerings, including Education and Training Services, with a focus on digital delivery models, self-service learning platforms, and AI-powered education.
- • Drive revenue growth and operational excellence for professional services by defining pricing, packaging, and scalable delivery models that maximize value and profitability.
- • Establish a robust framework for measuring and reporting Customer Success performance, tracking key metrics including retention rate, churn rate, product adoption, CSM efficiency, and service revenue KPIs.
- • Partner cross-functionally with Finance, Sales, Product, and IT to provide forecasting, planning insights, and resource modeling that inform business decisions and operational capacity.
- • Lead process re-engineering initiatives across Customer Success workflows—from onboarding and adoption journeys to internal team enablement—to ensure maximum efficiency and scalability.
- • Manage a high-performing team encompassing Customer Success Operations and Customer Enablement and Services, fostering a culture of learning, accountability, and customer-centric execution.
- • Design and deliver comprehensive internal enablement programs, including playbooks, training modules, certification programs, and a centralized knowledge management system for global CS teams.
- • Govern a streamlined Product Release Readiness process to ensure all Customer Success teams (CSMs, support, implementation, training) are fully trained, certified, and equipped with updated knowledge assets prior to product launches.
- • Own the P&L for Customer Enablement and Services functions, driving profitable growth through efficient resource utilization, cost optimization, and scalable service delivery.
- • Collaborate with Finance and CS leadership to forecast revenue, resource needs, and operational expenses across all Customer Success functions.
- • Champion digital transformation across the customer lifecycle by leveraging AI, automation, and data analytics to enhance both internal productivity and customer service delivery.
- • Build and maintain a culture of continuous learning and leadership development through coaching, feedback, and professional growth opportunities.
🎯 Requirements
- • 15+ years of experience leading Customer Success, Professional Services, or Operations functions in a SaaS or healthcare technology environment
- • Proven success in unifying operational, enablement, and service delivery teams under a single strategic framework
- • Strong P&L ownership experience for fee-based services and demonstrated ability to drive profitable growth
- • Expertise in digital transformation, AI automation, and leveraging data analytics for decision-making
- • Exceptional leadership, communication, and influencing skills to lead through complexity and drive cross-functional change
- • Bachelor’s degree required; MBA or advanced degree preferred
🏖️ Benefits
- • Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution
- • 401(k) with 50% company match on up to 6% of compensation, fully vested after one year
- • Generous Paid Time Off and Paid Parental Leave programs
- • Company-paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs
- • Unlimited access to LinkedIn Learning and tuition reimbursement for professional development
- • Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms at headquarters
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Modernizing Medicine, Inc.
Modernizing Medicine, Inc. (ModMed) is a leading provider of integrated software solutions for specialty medical practices. Their platform, EMA®, offers electronic health records (EHR), practice management, and revenue cycle management, all designed to streamline workflows and improve patient care. ModMed focuses on delivering intuitive, cloud-based technology that helps physicians reduce administrative burdens, enhance diagnostic capabilities, and optimize financial performance. The company serves a wide range of medical specialties, empowering healthcare providers with tools to manage their practice efficiently and deliver better outcomes for their patients. Their commitment to innovation drives continuous development of their comprehensive healthcare IT solutions.
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